Customer Care

Customer Care Policy

At Flex Tiling, we are committed to providing a professional, reliable, and straightforward service. This policy sets out how we approach our work and how we support our customers throughout a project.

1. Quality of Work

All work is carried out with reasonable care and skill and in line with relevant British Standards where applicable. We focus on proper preparation, correct installation methods, and a clean, durable finish.

2. Professional Approach

We operate as a skilled trades business and take responsibility for installation methods, sequencing, and technical decisions. This ensures work is completed safely, efficiently, and to a consistent standard.

We aim to maintain a respectful and professional working relationship with all customers throughout the project.

3. Clear Communication

We provide clear quotations outlining the scope of work, inclusions, and exclusions. If anything changes during the project, it will be discussed and agreed before additional work is carried out.

We will communicate progress and highlight any issues that may affect the work, including delays or unforeseen conditions.

4. Pricing Transparency

We aim to provide clear and accurate pricing based on the agreed scope of work. Quotes are typically valid for 30 days unless stated otherwise.

Any variations to the agreed work may affect cost and timescale and will be confirmed before proceeding.

5. Service Delivery

We aim to complete work within agreed timeframes wherever possible. However, timescales may be affected by factors such as material availability, site conditions, or unforeseen issues.

Where delays occur, we will keep you informed and work to minimise disruption.

6. Care and Maintenance

We will provide guidance on the care and maintenance of your tiling and installations where required. Following this guidance will help ensure the longevity and performance of the finished work.

7. Complaints Procedure

If you are unhappy with any aspect of our work, please contact us as soon as possible so the issue can be reviewed.

We will:

Acknowledge your concern
Review the issue
Respond within a reasonable timeframe
Work with you to reach a fair resolution

We aim to resolve all concerns in a practical and professional manner.

8. Contact

If you have any questions regarding this policy or require support, please contact us.